C17: CUSTOMER

SERVICE
Presented by
NAZIEHA NASIR A164934
HARIHARAN A171967
RAJA SHAHRUL A182641
 2
Customer Evaluation of Service Quality

1)BALANCING CUSTOMER
SERVICE: 3

The Gaps Model for Improving Retail
Customer Service Quality
PERSONALIZATION VS
STANDARDIZATION
4
Service Recovery
 PERSONALIZATION
Less consistent than standardized
BALANCING service

CUSTOMER costly
relies on recommendation engines
SERVICE STANDARDIZATION
improve speed & reliability
consistent in service quality
store/website design

TANGIBILITY
The appearances of physical
facilities, equipment, personnel,
and communication materials.
EMPATHY
The caring, individualized
attention provided to customers.
RESPONSIVENESS
To provide customer service
personnel and sales associates
that really want to help customers
and provide that service promptly.
CESQ: PERCEIVED
SERVICE
REALIBILITY
The ability to perform the service
dependably and accurately.
ASSURANCE
The knowledge and courtesy of
employees and their ability to
convey trust and confidence.
 ROLE OF
EXPECTATIONS
Expectations affect the
judgement of service quality.
Customer's knowledge and
experiences.
 LISTENING TO
CUSTOMERS
give customers a
chance
shouldn't inturrept SERVICE
PROVIDING A FAIR
RECOVERY
SOLUTION Excellent source of information
Distributive fairness opportunity to strenthen relationship
procedural fairness with customers
increase customer satisfaction
RESOLVING

PROBLEMS QUICKLY
move quickly to solve a
problem
recognize trade-off
80

60 THE GAPS MODEL

40
FOR IMPROVING
20
RETAIL CUSTOMER
0
SERVICE QUALITY
Knowledge Standards Delivery Communication
THE KNOWLEDGE GAP
Social Media CUSTOMER COMPLAINTS
Surveys, Panels, and
Contensts
Interact with FEEDBACK FROM STORE
Customers - EMPLOYEES
Directly/Observation
 THE
STANDARDS Defining the Role
of Service
GAP Providers

Setting
Service
Commitment to Measuring Goals
Service Quality Service
Performance
 THE DELIVERY GAP
PROVIDE INCENTIVES
GIVE INFORMATION
AND TRAINING

IMPROVE INTERNAL
COMMUNICATIONS EMPOWER SERVICE EMPLOYEES

USE TECHNOLOGY
PROVIDE INSTRUMENTAL AND
EMOTIONAL SUPPORT
 THE REALISTIC COMMITMENTS
COMMUNICATION
GAP
MANAGING CUSTOMER
EXPECTATIONS
THANK YOU